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1) Our default policy

All sales are final (no change-of-mind returns), except where your local consumer law gives you additional rights.

2) Defects or wrong items

If your order arrives damaged, defective, or incorrect, contact us within 14 calendar days of delivery at nic@brats.pet with:

• Order number

• Photos/videos of the issue and packaging

• Item SKU/size/color
  If verified, we’ll offer a repair, replacement, or refund. The specific remedy depends on the issue and applicable local law (see section 4).
  

3) Non-returnable situations

We cannot process returns where items are:

• Used, worn, altered, or missing tags/packaging

• Damaged by misuse, improper care, or pets

• Marked final-sale or custom/personalized

• Returned without an approval

4) Regional consumer rights (summary)

Your statutory rights (if any) apply despite this policy. For example, EU/UK cooling-off rights, Australian Consumer Law guarantees, Singapore Lemon Law, and Thailand direct marketing cooling-off may apply depending on where you purchased and your circumstances.If local law gives you additional return/refund rights, those override this policy.

5) How to request help

Email nic@brats.pet within 14 calendar days of the delivery date shown on the tracking. For approved damaged, defective or incorrect-item claims, Brats Pet covers reasonable return postage. We’ll provide a prepaid label where practical; otherwise, we’ll reimburse an agreed tracked service. Please contact us before sending anything back. Approved returns are sent to Thailand; we’ll provide the return address and instructions after approval. Unauthorized returns may be refused. If a return is required, send it within 7 calendar days after approval. These service deadlines and conditions do not limit your statutory consumer rights. We may reject items on inspection if they no longer meet approval conditions.

6) Refunds (if approved)

Approved refunds are processed within 5–10 business days after we receive and inspect the returned item. Your bank or payment provider may take additional time to make the funds available.

• Repair/Replacement is preferred; a refund may be offered where required or appropriate.

• Original shipping is non-refundable unless required by law or we made an error.

• Refunds go back to the original payment method.

7) Exchanges

We don’t offer change-of-mind exchanges. For approved defective or incorrect items, we may provide a replacement or refund

8) Support

Email nic@brats.pet
We aim to respond within 1–2 business days.